When things go wrong
We’re dedicated to ensuring your home is kept up to the best possible standard. But we know things can go wrong from time to time.
Our repairs and maintenance teams are on hand to fix things, service heating systems, carry out regular stock conditions surveys and make planned improvements to our homes.
All work is carried out by experienced and qualified tradespeople – and they’ll always carry the correct identification. If you’re ever worried about someone calling at your home, call us on 0345 604 1472 and we’ll do the necessary checks.
You can report a repair using your MyLHP portal, the form on this page, or by calling us.
Most of the time if something goes wrong with your home, it’s our job to put it right. We fix problems relating to plumbing, electrics, joinery, roofs and plasterwork for example.
We will aim to complete all repairs ‘right first time’ and within our target times which all depend on its urgency. If it’s an emergency, we’ll be with you in 24 hours – or four hours in some cases. We aim to get problems fixed as soon as possible.
You can now report and view your repair online 24 hours a day using MyLHP. Many customers are also able to book a repair appointment for the most commonly reported repairs. Book your appointment now.
Our Repairs and Maintenance Policy
The 2025-2028 version of our Repairs and Maintenance Policy went into effect in January 2026. Our Repairs and Maintenance Policy details exactly how we deliver our repairs service and the legal obligations we need to meet. In simple terms, it sets out how we aim to carry out repairs in your home.
The 2025-2028 version has been updated from the previous 2023-2026 version. Some of the key changes include:
- Emergency repairs – we have 24 hours to complete an emergency repair, unless there is a severe risk to the customer or property, and in this instance we endeavour to attend within 4 hours.
- Appointable repairs – we will complete appointable repairs within 20 working days.
- We’ve added in a 60-day category for some repairs, such as fencing, plastering and more larger scale repairs to give more flexibility.
- We’ve added a clear definition of rechargeable works. Rechargeable works are when we may need to ask the customer to pay toward the repair – for example, if a customer says they have an emergency and we attend, only to discover the repair was not an emergency, the repair may be rechargeable. We are also in the process of updating our recharge policy to give more clarity on types of rechargeable repairs.
- We’ve updated our No Access Policy, making it clearer when we need to access customers homes, particularly if they don’t permit us and we need to access the property for compliance reasons – for example with Awaab’s Law, we may be legally mandated to fix damp & mould issues, even if the customer keeps refusing us access.
- In reality, this means we’ll be a bit stricter when it comes to no access visits. For example, if a repair is not an emergency and the customer refuses us access the repair will be closed and the customer would have to log it again.
- In terms of no access with emergency repairs and where there is a H&S risk to the customer or property, we will rebook the appointment to reattend the following day.
You can read our 2025-2028 Repairs Policy in full by clicking the button below.
MyLHP